Complaint and Request for Clarification Regarding Bakery Product Availability

I would like to express my dissatisfaction regarding an incident that occurred at your Philip Nel, Pretoria store on Friday, 5 June 2026, at approximately 19:20.

I visited the store intending to purchase four pies for my family. When I arrived at the bakery section and requested pies, I was informed by the bakery assistant that all the pies were finished. However, while she was speaking to me, she was actively packaging pies into plastic containers, with three pies per package, and placing them into a trolley. I observed approximately four packages of pies already packed in the trolley priced at R19.99.

This situation left me confused and concerned. If pies were indeed available and being packaged at that time, why was I informed that they were finished and not allowed to purchase them? I would appreciate clarification regarding the purpose of these packaged pies. Were they intended for sale at a discounted price, allocated to staff members, marked down for later sale, or destined for disposal?

What concerns me most is that the store was still open and trading, with approximately 40 minutes remaining before closing time. As a customer, it was disappointing to be denied the opportunity to purchase products that appeared to be available.

I would appreciate a clear explanation of the store’s policy and procedures regarding bakery products nearing closing time. If the pies were available, I would like to understand why they could not be sold to a paying customer. If this is standard practice, please explain the reasoning behind it. If it is not standard practice, I trust that the matter will be investigated appropriately.